Measure > Recording & QM
Recording & Quality Management
What is the performance and quality of my interactions with customers? Can I prevent issues and exceed customers' expectations?
What is the performance and quality of my interactions with customers? Can I prevent issues and exceed customers' expectations?
Quality control and customer insight solutions designed to improve customer service and employee productivity. Meet regulatory compliance and resolve customer disputes quickly.
Improve customer service, resolve disputes, meet legal requirements such as PCI compliance with secure, accessible recording.
Monitor, evaluate and coach. Increase productivity and employee engagement with data-driven quality programs.
Unlock business insights from customer conversations. Identify trends, risks and opportunities from every interaction.
Multi-channel data recording, storage, and analytics with robust Quality Assurance tools.
A multi-channel data recording, storage, and analytics solution that offers robust Quality Assurance and assessment tools for agent performance.
Record voice and agent screens together with associated metadata. Provides an omnichannel view of all interactions between agents and customers. Customer satisfaction data is attached to the call and viewed in the interaction history.
Record, store, and analyse every customer interaction across all channels. Gain complete visibility into agent performance with synchronised voice and screen recordings. Accessible from anywhere, designed to deliver compliance, security, and improved service levels.
Comprehensive reporting, scorecards, and customisable grading forms for your organisation.
Create multiple grading forms customised for your organisation by applying relevant questions to your forms. Examine overall performance of agents and teams with analytics applied through scorecard reports.
A variety of reports, views, and grading criteria available. Analytics can be applied with scorecard reports, historical or real-time, scheduled as periodical or retrieved on-demand.
Reports displayed by various parameters: question, interaction number, interaction media, call duration, and more. Metrics and KPIs viewed in dashboard by table or graphically for visual comparison.